Subject Matter Expert @ Policybazaar

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Subject Matter Expert

Policybazaar
4 - 6 years
Noida, Gurugram
5 months ago
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Job Description

Role & responsibilities

Act as a process expert for insurance voice operations (motor/health/life/general).
Provide real-time support to call center agents for handling complex customer queries or escalations.
Conduct floor briefings, process refreshers, and on-the-job training for new and existing team members.
Monitor team performance and assist in meeting SLAs related to AHT, CSAT, FCR, and quality scores.
Liaise with quality and training departments to update SOPs and communicate process changes.
Track common agent issues and coordinate with internal teams for resolution and documentation.

Requirements-:

Minimum 4 years of experience in the insurance industry, preferably in a BPO or call center environment.
Prior experience as an SME, Quality Analyst, or Process Trainer is a strong advantage.
Experience in handling teams or mentoring agents in a voice process is required.
Good knowledge of insurance processes such as claims, policy issuance, endorsements, renewals, etc.
Strong communication, analytical, and interpersonal skills.
Familiar with CRM tools, call center metrics, and compliance procedures.

Job Classification

Industry: Insurance
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Subject Matter Expert
Employement Type: Freshers

Contact Details:

Company: Policybazaar
Location(s): Noida, Gurugram

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Keyskills: Team Handling Cold Calling Bpo Customer Service Insurance Domain

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₹ 6-6.5 Lacs P.A

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Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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Policybazaar

Company DetailsPolicybazaar.com

Subject Matter Expert @ Policybazaar

Home > Operations